The Customer Support Supervisor role is responsible for overseeing the Benefits Customer Support team that services the University's staff, faculty, retiree and student population. As the Customer Support Supervisor, you will coordinate with the UPMC Health Plan to ensure world-class customer service is provided to all university affiliates and uphold the administration of the University's benefits administration handling escalated inquiries, as needed. This role is also responsible for documenting and monitoring the internal workflow processes, performance metrics and other reporting related to the customer support team.

Strong customer service and interpersonal skills are necessary to work effectively with employees, colleagues and external vendors.

Must have strong written and oral communication skills.

Must be able to develop and monitor customer service performance metrics.

Ability to facilitate presentations/meetings on a variety of benefit subjects/topics to various audiences.

Researches and answers non-routine questions. Evaluates and makes recommendations to management. Responds to inquiries, resolves issues, and maintains vendor relationships. Analyzes data, prepares reports, and facilitates presentations for educational initiatives.

* Coordinates the duties and tasks of internal and outsourced Benefits Representative team. Monitors the internal workflow processes, reviews employee workload, and coordinates annual performance appraisals to ensure employees meet departmental and customer service expectations.
* Evaluates and makes recommendations to management regarding benefits issues (i.e., business process workflows, utilization, and design) to identify areas of improvement, particularly using technology-based solutions.
* Responds to benefit-related inquiries through the phone or in-person and assists in the resolution of escalated issues.
* Establishes and maintains close relationships with vendor representatives to facilitate issues with the vendor.
* Performs data analysis and prepares reports for management.
* Facilitates presentations for educational initiatives such as new hire orientation.

Moderate physical effort required. May be required to stand/move for several hours at a time. May be required to move objects up to 50 pounds with or without assistance of equipment.

The University of Pittsburgh is committed to championing all aspects of diversity, equity, inclusion, and accessibility within our community. This commitment is a fundamental value of the University and is crucial in helping us advance our mission, which includes attracting and retaining diverse workforces. We will continue to create and maintain an environment that allows individuals to discover, belong, contribute, and grow, while honoring the experiences, perspectives, and unique identities of all.

The University of Pittsburgh is an Affirmative Action/Equal Opportunity Employer and values equality of opportunity, human dignity and diversity. EOE, including disability/vets.